OK, who's good at writing letters of complaint?

[policywonk]

I've had slightly shit service from Letterbox. Briefly, I ordered quite an expensive item (a toy shop - £100) plus some smaller bits. One of the smaller items was a wooden set of groceries specifically designed to be used in conjunction with the shop I'd ordered. I was told everything would be delivered within five to seven working days.

Seven working days later, all I've received is a couple of the smaller items, with no delivery note. One of the smaller items was wrong. I rang to find out what was going on, and was told that the wooden groceries set was out of stock and would be for some time. Apparently this was so when I placed the order - but no one told me. One of my other ordered items was also out of stock. The toy shop, I was told, would actually take up to 14 working days to be delivered because it's from an outside supplier.

Now, I want to write a stiff note. Basically, I'd like them to offer me the set of wooden groceries for free when it's back in stock (which won't be in time for DS2's Christmas present, which this shop is and the groceries were supposed to be).

Is this too greedy? Can anyone suggest how I should word it?

Apologies for boring story. Can provide more details on request...

Sorry I don't have time to write detailed instructions but having worked in places which get lots of complaints I suggest you write down a version which is pretty true to what you feel. Then leave it a day, go back and imagine you are the underpaid clerk who has to deal with your letter. Tone everything down, try to keep the spirit of the letter positive (i.e. "I look forward to hearing from you soon" "which I am sure you will be keen to resolve") and make everything crystal clear - people tend to skim read anything they perceive to be negative. If your language is dense they may not get the point. Then get someone who is reasonably literate/articulate to read it over. Then send. There are internet resources too: www.bbc.co.uk/consumer/how_to_complain/letters.shtml Good luck

Start by telling them how you were delighted to find out about letterbox, you love their brand/ethos/quality etc etc. If you've ordered before, tell them. Big them up. Then:
"So, imagine how disappointed I was when.... Even more disappointing as I had been passing on your details to all my friends who were as enthusiastic about your catalogue/products/whatever as I was. Not only do I feel let down by your service, but I am severely embarrassed about recommending you to others. If you were to then I would accept that sometimes things go wrong, but at least I am dealing with a company who values my custom.

You could embellish with "with my own professional experience in customer service blah blah blah" or something similar.

Ooops! Missed the bit about angling for a freebie. Why not? In these dire times they would surely want to hang on to your business?!

Thank you both

let us know what you write and how you got on.

The stated delivery (5 - 7 days) forms part of your contract. The relevant law is contained in the Distance Selling Regulations info here Put simply they are in breach of promise/contract.

Bless you Swedes. I haven't written the letter yet so I will put that in (as nicely as possible). I want to make sure that the major part of the delivery arrives before I start getting arsey with them!